Customer story: Expansion of Bergnet's Emergency Service platform

Since 2002, Bergnet has been the reliable roadside assistance service operating in the Greater Amsterdam, Haarlem, Flevoland, ’t Gooi and Amersfoort regions. Whether you drive a truck or a passenger car, Bergnet provides 24/7 support with recovery services, roadside assistance, and transport services.

From growth to innovation

In 2017, we developed a mobile-first website for Bergnet. Based on this website, we later created a portal for Bergnet’s corporate users with some adjustments. Over time, the software became outdated, and the application—which was originally set up more as a website than an app—could no longer meet the growing demands of customers.

“The user experience was no longer optimal. Over the years, many new functionalities were added that the system was not designed for,” explains Sander. The solution? A completely new web application built according to the latest insights and standards. The goal: allow customers to request roadside assistance or transport quickly, easily, and transparently, without any hassle. An important detail: customers can log in to an environment with their own look and feel.

Step by step building the future

To create the new web application, we chose a scrum approach. In addition to Sander, Bergnet’s online expert Vincent van der Beek was closely involved in the process. “We knew exactly what we wanted: a user-friendly application where customers could submit their requests effortlessly,” says Vincent. About 60 customers now use the web application, including dealers, taxi companies, and car brands.

During development, new needs and ideas emerged, such as a timeline widget that allows customers to track the status of their requests in real time. “It’s great that Websteen thought along with us. This extra functionality makes the process much clearer for our customers,” adds Vincent.

A major challenge was the complex data migration. It was crucial that the customer system was transferred to the new application without interruptions. Sander explains: “A flawless transition was important because our services need to be operational at all times.”

Innovation without limits

After weeks of intensive collaboration and thorough testing, the web application was successfully launched. “The launch went smoothly, and the enthusiasm from our customers and staff was fantastic,” says Sander. But it didn’t stop there. “We received so much valuable feedback that we decided to continue adding new features. It is now a platform that is continuously evolving.”

With the new web application, Bergnet can work more efficiently and customer-friendly than ever. “This application has truly transformed the way we operate. We can respond faster, and our customers notice that,” says Vincent.

Thanks to ongoing innovations, Bergnet continues to lead in the roadside assistance industry. “The best part is that we can now provide help quickly, and our customers also know exactly what to expect,” concludes Sander.

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